IT Support Engineer – Level 2

About the role

Fundraise Up is seeking a proactive, security‑focused IT Support Engineer (Level 2) to join its global team. You will be a core member of the L2 support group, handling complex technical escalations, managing access governance, and administering SaaS tools across multiple time zones.

Key responsibilities

• Manage L1 escalations: intake, triage, diagnosis, and resolution of tickets that require L2 expertise.
• Perform admin operations in corporate SaaS tools, provision access, and handle complex technical requests and integrations.
• Support onboarding and offboarding: create and de‑provision accounts, enroll devices in MDM, hand off credentials, and configure baseline laptops.
• Respond to security incidents such as phishing, account compromise, lost or stolen devices, and malware, following documented playbooks.
• Automate repetitive tasks and improve security posture through scripting, CI pipelines, and smart tooling.

Required profile

• Proactive mindset with a strong focus on security and process improvement.
• Experience handling L2 technical support across global teams.
• Ability to work within defined SLAs and escalate when necessary.
• Strong communication skills in English and Russian.

Required skills

• SaaS administration
• Mobile Device Management (MDM) enrollment
• Ticketing and monitoring systems
• Security incident response
• Scripting/automation for workflow optimization

What we offer

• Competitive base salary of $2,000‑$2,500 USD per month.
• Stock options and a collaborative, distributed work environment.
• Opportunity to contribute to a platform that powers millions of dollars in nonprofit donations.